Anthem, Inc. Staff VP Consumer Experience Solutions in Richmond, Virginia
SHIFT: Day Job
Be part of an extraordinary team We are looking for leaders at all levels of the organization who are passionate about making an impact on our members and the communities we serve. You will thrive in a complex and collaborative environment where you take action and ownership to solve problems and lead change. Do you want to be part of a larger purpose and an evolving, high-performance culture that empowers you to make an impact?
The Staff VP Consumer Experience Solutions will redesign the value stream strategy to redesign and implement end to end member and Provider experiences. The Staff VP of Consumer Experience Solutions will act as the Experience Owner for the consumer signature experience of Navigating Care. They will lead the human centered / experience design and creation of a vision and strategy for Navigating Care.
Primary duties may include, but are not limited to: • Serves as the value consumer experience owner bringing together an outside in user experience and design perspective, with our internal digital, information technology, and business/market leadership to achieve business goals that redesign our internal processes and our external experience. • Lead planning, create a roadmap for the future strategy, and drive key priorities and solutions to execute on the vision. • Create consumer outcomes across human and digital channels of interaction. • Partner with the segments and lines of business to connect business priorities to experience based outcomes specific to Navigating Care. • Identifies the business value of reimagining our customer journeys, and upon implementation establishes a team representing various stakeholder areas that focuses on deriving the value from these investments. • Identifies value realization through bringing marketplace speed and redesigned processes leading to significant changes in operational cost structure and growth potential. • Facilitates outside in thinking on applying automation and customer journey design and creates and leverages external partnerships and internal execution techniques that bring solutions to fruition faster. • Develops a human centered design, process engineering, data analytics, program execution and research competency to evaluate performance, set target goals, execute on priorities, and monitor the realization of business value. • Establishes and leads process engineers, and solution leads that redesign the experience, prioritize capabilities based on customer impact, and drive agile program increments. • Develops market and operations readiness and change management plans to achieve our target value and drive user adoption. • Hires, trains, coaches, counsels, and evaluates performance of direct reports.
Requirements: A BA/BS Degree Minimum 10 years of experience managing large scale projects in a complex business and systems environment, including minimum 5 years of management experience; or any combination of education and experience, which provide an equivalent background
Preferred Skills, Capabilities & Experience
Deep analytical skills and proven execution experience across complex technology ecosystems
A demonstrated collaborative leadership style focusing on achieving value
Significant experience in Healthcare Consumer Experience, specifically redesigning the customer(member) journey in a complex, highly matrixed organization
Experience defining the care pathway for members
Lean Six Sigma / Black Belt certification or other process improvement certification
We offer a range of market-competitive total rewards that include merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement), medical, dental, vision, short- and long-term disability benefits, 401(k) +match, stock purchase plan, life insurance, wellness programs and financial education resources, to name a few.
The health of our associates and communities is a top priority for Anthem. We require all new candidates to become vaccinated against COVID-19. If you are not vaccinated, your offer will be rescinded unless you provide – and Anthem approves – a valid religious or medical explanation as to why you are not able to get vaccinated that Anthem is able to reasonably accommodate. Anthem will also follow all relevant federal, state and local laws.
Anthem, Inc. has been named as a Fortune Great Place To Work in 2021, is ranked as one of the 2021 World’s Most Admired Companies among health insurers by Fortune magazine, and a Top 20 Fortune 500 Companies on Diversity and Inclusion. To learn more about our company and apply, please visit us at careers.antheminc.com. Anthem is an Equal Employment Opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, citizenship status, color, creed, disability, ethnicity, genetic information, gender (including gender identity and gender expression), marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other status or condition protected by applicable federal, state, or local laws. Applicants who require accommodation to participate in the job application process may contact email@example.com for assistance.